If you have there bank details of course you charge them. You have cleaning costs and probably can’t get replacement guests so you are untitled to be paid.
Yes I’m having a major problem with them. I received a booking for 13 nights then it was cancelled the day before the required date for booking.com smart flex to kick in. I tried to download payment and it said I was eligible to 0 dollars. I called book.com and they told me they had cancelled it themselves due to them thinking it was a suspicious booking and black listed the guest because they were from israil. I have guests from all over the world so this didn’t seem a problem to me. However it wasn’t cancelled till last last possible date for smartflex to apply and they advised they wouldn’t:couldn’t pay out to me due th the circumstances around the booking. Like you I have the details in writing setting out the rules around smartflex that are quite clear. My suite was blocked for most of the 23 nights so I couldn’t book anyone else in and had to turn prospective guests through my own website away. There must be some way we can challenge this bullying company when they are clearly in the wrong.
If you have there bank details of course you charge them. You have cleaning costs and probably can’t get replacement guests so you are untitled to be paid.
Yes I’m having a major problem with them. I received a booking for 13 nights then it was cancelled the day before the required date for booking.com smart flex to kick in. I tried to download payment and it said I was eligible to 0 dollars. I called book.com and they told me they had cancelled it themselves due to them thinking it was a suspicious booking and black listed the guest because they were from israil. I have guests from all over the world so this didn’t seem a problem to me. However it wasn’t cancelled till last last possible date for smartflex to apply and they advised they wouldn’t:couldn’t pay out to me due th the circumstances around the booking. Like you I have the details in writing setting out the rules around smartflex that are quite clear. My suite was blocked for most of the 23 nights so I couldn’t book anyone else in and had to turn prospective guests through my own website away. There must be some way we can challenge this bullying company when they are clearly in the wrong.